On May 11, 2011, Avaya announced they had deployed the 1,100th site for the Social Security Administration’s (SSA) Telephone Systems Replacement Project. This milestone indicates that they have now replaced more than two-thirds of the telephone systems in SSA offices with a converged voice and data network.
The Telephone Systems Replacement Project has processed over 100 million phone calls, which comes out to more than 375,000 calls a day. The number of daily phone calls is also increasing every week as more and more field offices are able to obtain and implement the IP technology.
The new data and voice networks include features like carrier class unified messaging and interactive voice response (IVR). They also use the Avaya Contact Center Manager Server, a powerful management solution which currently supports more than 36,000 field agents from a centralized location. They expect to support at least 55,000 field agents by early 2012.
The Telephone Systems Replacement Project is designed to streamline field office operations and provide a higher level of availability. The project will also improve response times and service levels and provide skill-based routing that can match an individual caller to the agent who can answer their question best. Other benefits include a more consistent ‘look’ to the voice and data network and a lower cost of ownership and operation.
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